Customer Support Team Lead for Player Engagement | Bilingual - Japanese

We are seeking a Customer Support Team Lead for Player Engagement to join our team in Pasig, Metro Manila, Philippines. As a Team Lead, you will play a crucial role in ensuring the success of our projects, bridging the gap between Keywords Studios and our valued clients.

Key Responsibilities

• Manage, set goals, and lead teams of specialists of varied sizes, both locally and remote.
• Proactively address project issues with teams and Project Manager to prevent disruptions.
• Uphold studio policy, process, and security standards as well as ensuring that project-related knowledge bases are up-to-date.
• Serve as an escalation point for client's customer issues.
• Train, coach shift leads, and conduct weekly one-on-one coaching sessions.
• Provide appropriate positive recognition and disciplinary warnings.
• Manage vacation requests, monitor attendance, and address lateness or absences.

Analytics

• Monitor and manage ticket databases to ensure project KPIs and SLAs are met.
• Regularly review daily reports to identify and resolve anomalies.
• Create CRM/tool views for enhanced visibility and reporting.
• Good understanding of Player Support tools and processes, key support metrics, and how to apply them.
• Ability to read/interpret reports.

Communication

• Maintain awareness of project status and provide regular reports to Operations Manager.
• Conduct regular quality control checks, identifying coaching opportunities within project processes.

Business

• Create CRM/tool views for enhanced visibility and reporting.
• Develop training materials and assist in identifying areas for training material enhancement.

Requirements

• Native level Japanese (preferably JLPT N1) and excellent English skills.
• Experience in Customer Support in an Operations Team Lead capacity.
• Flexibility in Shift Schedule.

Benefits

• Non-taxable Allowances
• HMO and Life Insurance
• Paid Time Offs
• Annual Wellness Subsidy